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The Service Delivery Manager has the responsibility to control and secure ongoing Operations and Continuous Improvement of our products linked with End User Computing, Modern Workplace and Device Management services for all employees in Falck. The SDM ensures high quality of services across the different products supported by our external Vendors.
Performance indicators for this role include the successful delivery of improvement plans, changes, and initiatives that achieve specific outcomes. These outcomes are focused on reducing the number of tickets for the services in scope, decreasing the lead time of a process or automating it, and improving end user satisfaction.
It is important to us that Falck reflects the diversity that we strive for. Therefore, we encourage all interested parties, regardless of gender, age, religion, sexuality and ethnicity, to apply for the position.
Experience:
Skills:
Education:
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The Service Delivery Manager has the responsibility to control and secure ongoing Operations and Continuous Improvement of our products linked with End User Computing, Modern Workplace and Device Management services for all employees in Falck. The SDM ensures high quality of services across the different products supported by our external Vendors.
Performance indicators for this role include the successful delivery of improvement plans, changes, and initiatives that achieve specific outcomes. These outcomes are focused on reducing the number of tickets for the services in scope, decreasing the lead time of a process or automating it, and improving end user satisfaction.
It is important to us that Falck reflects the diversity that we strive for. Therefore, we encourage all interested parties, regardless of gender, age, religion, sexuality and ethnicity, to apply for the position.
,[Recurring monitoring of operations through metrics and BI tools (ensure that all contracted services and targeted KPIs and SLAs delivered profitably, met customer expectations, and improvement plans established when needed), Act as Single Point of Contact for key internal and external stakeholders , Address/respond to escalations when services are not running as expected, Improve and optimize IT spending by driving continuous improvements and process optimization initiatives within operational service delivery, Daily cooperation with outsourced delivery teams and managers who support all the products in scope, Close cooperation with Product Owners, Falck internal IT team, ITIL and Supplier mgmt. teams, Acts as an expert on operations and standard delivery model to clients, Build strong feedback loops to strengthen our teams as part of everything we do, Use feedback from the Business to boost continuous improvements actions, Engage and support initiatives to be transitioned to operations, Perform hands on tasks for changes or new initiatives on services in scope when required, Act as the face of the customer to the Service Providers, Responsible for operational Runbooks management as well as high level design documents, Responsible for change requests approval Requirements: ITIL, M365, Agile, ServiceNow Additionally: Small teams, Flat structure, Private healthcare, Sport subscription, Playroom, Free parking, Free coffee, Bike parking, Shower, Modern office, No dress code, Startup atmosphere.